EP3506615B1 - Kontaktcentersystem und verfahren zur herstellung einer kommunikationssitzung mit sensorbestückten geräten in einem kontaktcenternetzwerk - Google Patents

Kontaktcentersystem und verfahren zur herstellung einer kommunikationssitzung mit sensorbestückten geräten in einem kontaktcenternetzwerk Download PDF

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EP3506615B1
EP3506615B1 EP17211027.2A EP17211027A EP3506615B1 EP 3506615 B1 EP3506615 B1 EP 3506615B1 EP 17211027 A EP17211027 A EP 17211027A EP 3506615 B1 EP3506615 B1 EP 3506615B1
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European Patent Office
Prior art keywords
unit
contact
contact center
incident
agent
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EP17211027.2A
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English (en)
French (fr)
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EP3506615A1 (de
Inventor
Anderson Foggiatto
Diego Roberto Cassiano
Joao Armenio Neto
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InContact Inc
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InContact Inc
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Priority to EP17211027.2A priority Critical patent/EP3506615B1/de
Priority to PCT/EP2018/086396 priority patent/WO2019129666A1/en
Priority to US16/958,162 priority patent/US11005996B2/en
Publication of EP3506615A1 publication Critical patent/EP3506615A1/de
Application granted granted Critical
Publication of EP3506615B1 publication Critical patent/EP3506615B1/de
Priority to US17/212,404 priority patent/US11323569B2/en
Priority to US17/705,841 priority patent/US11778096B2/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers

Definitions

  • the present invention relates to a contact center system and a method for establishing a communication session in a contact center network.
  • IoT Internet of Things
  • IoT devices the connectable devices
  • the control can be carried out manually or in an automatic manner.
  • some emergency or exceptional situations or scenarios need immediate attention of an expert who takes care of the situation, analyzes the cause for it, for example, on the basis of data collected by sensor devices, and who then decides on what to do and takes the corresponding actions so as to solve the problem which triggered the emergency state. If these steps are taken rather quickly, in most cases, damage can be prevented or at least minimized.
  • EP 1239434 A2 discloses system and method for remote monitoring and control of operating equipment. Through a series of sensors located on or near the equipment, a plurality of operating and production parameters is read and metered, and if any of the readings exceed predetermined levels, an alarm signal is triggered, thereby notifying service personal located remote from the equipment site.
  • US 2014/0119530 A1 discloses a system and method for efficiently managing large contact centers by identifying a characteristic associated with a resource, storing associated identifiers in memory locations and comparing them to determine if the resource should process the work item.
  • the present invention is based on the object of providing a system and a method for identifying an emergency or exceptional situation in an IoT device which enables immediate contact of an expert who is able to cope with the problem and take the appropriate actions.
  • this problem is solved by a contact center system having the features according to claim 1, and a method for establishing a communication session in a contact center system having the features according to claim 10.
  • a contact center system is provided as claimed in claim 1.
  • contact centers are used, for example, in companies for supporting interaction with customers over various media like telephony, e-mail, social media or the like, whereby the contacts are handled at a central point routing the contacts on the basis of contact information to appropriate agents.
  • Contact centers as for example, cloud or Internet based contact centers, basically provide a platform for connecting people to agents using, for example, a globally or locally connected communication network and the corresponding software application.
  • this well-developed and widespread technology may also be used for receiving information on exceptional states of loT devices and connecting information on that exceptional state and the respective loT device to an appropriate expert without any time loss or manual interaction.
  • an exceptional state of an loT device connected to the contact center system or network is detected by sensors, an incident notification is automatically generated, and in the contact center, the most skilled contact center agent is selected based on, for example, the categorization of the incident, allowing the incident to be handled by a skilled agent in a timely appropriate manner.
  • a communication session is established between the agent and the affected loT device in such a way that the agent can send commands or instructions to the loT device, for example, for receiving further measurement data from this loT device.
  • the communication session which is established for this incident in the contact center network may also be used to transmit real time media like video or audio streams or the like, which is captured by cameras or other devices which are installed on or nearby the monitored devices. This configuration, for the agent selected to handle the incident, makes it even easier to analyze the situation.
  • incidents occurring in loT devices and identified by means of sensor devices provided in or at the loT devices may be routed by a contact center based on skill based routing, thereby allowing an agent to interact with an affected loT device immediately by means of actuators, so as to resolve the problem in a most efficient and competent as well as fast manner.
  • the contact center unit is adapted to establish a communication session between the agent and the loT device which has sent the incident notification and to authorize the agent to handle the contact.
  • the agent on the basis of the incident information, remotely sends a command to the actuator of the loT device which has sent the incident notification so as to resolve the incident detected by the sensor.
  • the routing unit comprises a skill based routing mechanism, which is adapted to select the agent from a plurality of agents for handling the contact on the basis of his skills.
  • the permission or authorization for the agent selected to handle the contact for a specific device is given by the contact center unit, in particular, by its authorization unit, whereby the authorization to handle incidents on loT devices connected in the control center system or network is given on the basis of the skills of the agent so that always the agent having the best knowledge on a specific loT device is selected and authorized in case of an incident occurring in this loT device.
  • other agents will not be selected and/or authorized to handle a contact concerning an incident notification for an loT device for which he or she is not an expert or has specific knowledge. Thereby, damage on the loT devices due to lack of knowledge is also prevented.
  • the routing unit may comprise a verification unit, which, for selecting the agent for handling the contact, is adapted to access a table in a database, in which the agents of the plurality of agents are mapped to loT devices according to their skills.
  • the measurement data relates to a parameter measured by a respective sensor device of the plurality of sensor devices
  • the middleware unit further has a monitor a unit adapted to monitor and analyze the respective parameters with respect to the predetermined criterion, the predetermined criterion being a threshold value lying outside of a predetermined range preset for the respective parameters.
  • the middleware unit further comprises a storage unit adapted to store the measurement data received from the sensor devices, a conversion unit adapted to convert the measurement data received from the sensor devices to a format that can be interpreted, stored, manipulated, and propagated in the contact center system or network 1, and thus, being compatible with a contact center interface; and an identification unit adapted to identify an incident occurring in an loT device of the plurality of loT device on the basis of the measurement data for that loT device monitored in the monitor unit.
  • the middleware unit may further comprise an incident request unit adapted to send a contact request to the contact center unit, if the identification unit has identified an incident for an loT device of the plurality of loT devices, the contact request comprising data concerning the identification of the loT device concerned, and/or the device name and/or type of the loT device concerned, and/or the measured parameter and/or a value of the measured parameter.
  • an incident request unit adapted to send a contact request to the contact center unit, if the identification unit has identified an incident for an loT device of the plurality of loT devices, the contact request comprising data concerning the identification of the loT device concerned, and/or the device name and/or type of the loT device concerned, and/or the measured parameter and/or a value of the measured parameter.
  • the middleware unit further comprises a verification unit adapted to verify the authorization of the predetermined agent to handle the contact transmitted from the contact center unit.
  • a method for establishing a communication session in a contact center system is provided as in claim 10.
  • contact uses a communication session generated for sending the contact from the middleware to the contact center unit and to the agent to remotely control an actuator of the at least one loT device for regulating a parameter responsible for the generation of the incident notification.
  • incidents can be routed to contact center agents in order to better or best match the contact center agents according to their skills for handing the incident.
  • Different media types can be used to establish a communication session between an loT device and the agent, like voice, video, e-mail, chat and social media.
  • loT devices equipped with sensors and actuators and which might require interaction of a human being, for example, by operating it remotely.
  • the identification of the best skilled person to handle an incident identified by means of a sensor in an loT device is done by a contact center system or network, as described above.
  • the same session which is created to pass information about the loT device sensors to the agent can also be used by the agent to remotely execute actions on actuators which allow the remote control of the loT device.
  • the authorization of the agent is determined by means of skills which are assigned to the agent. These skills are associated to the devices from which the contact has originated.
  • the contact center verifies the skills which are associated with the loT device concerned and from which the contact originated and the contact is routed to agent which is associated to one of the corresponding skills.
  • the agent may be authenticated by the contact center upon logging in.
  • the authentication process may be initiated between the contact center system or network and the loT middleware, or the loT middleware may also directly ask the agent for authentication, when the session is established and the agent tries to send commands or instructions to a sensor or to an actuator of an affected loT device and an incident to be handled by this agent.
  • Fig. 1 shows the basic structure of a contact center system or network 1 according to an embodiment of the invention.
  • the loT middleware 8 is a concentrator which is connected to a contact center unit 2.
  • the contact center unit provides a contact center application and is able to distribute contacts to agents 4.
  • the contacts result from measurements of an loT sensor devices 6 which are used in the loT devices 5 to perform measurements on different parameters like temperature, pressure, vibration, distance and many others.
  • the loT devices 5 also contain actuator devices 7 which allow performing actions on the loT devices 5 or which allow control of the latter.
  • an loT middleware unit 8 or loT framework is used.
  • the loT middleware unit 8 comprises middleware so as to enable the middleware unit 8 to perform tasks like identifying situations which correspond to unexpected behavior of the loT devices, convert measurement data received from the various sensor devices 6 to a format that can be interpreted, stored, manipulated, and propagated in the contact center system or network 1, and/or store sensor measurements between others.
  • the contact center system or network 1 receives the contacts originating from the loT devices 5 and has mechanisms to determine the best skilled agent 4 to analyze the measurement data and to take the correct actions to solve the problem.
  • the agent 4 receives the contact on the contact center application running, for example, on a client computer (not shown) in the contact center unit 2 or in the cloud, with details about the measurement data which identified the incident being reported.
  • Fig. 2 illustrates a contact center system or network 1 which corresponds to the basic structure of the embodiment shown in Fig. 1 and which comprises a contact center unit 2, connected via a communication network 3 to a plurality of agents 4, from which here, only one is shown, and to a plurality of loT devices 5, each one comprising at least one sensor device 6 and at least one actuator device 7.
  • a middleware unit 8 is interposed in the connection between the contact center unit 2 and the loT devices 5.
  • a contact center application is implemented in the contact center unit 2, either for example, on a server or a client computer (not shown).
  • the contact center unit 2 further comprises a routing unit 9 with a skill based routing mechanism, which is adapted to select the agent from a plurality of agents for handling a contact on the basis of his skills, an authorization unit 10 for authorizing an agent to handle a contact for an incident in a specific device on the basis of his skills.
  • the routing unit further comprises a verification unit 11 for selecting an agent for handling a contact for an incident in an affected loT device 5 on the basis of his skills.
  • the verification unit 11 may be adapted to access a table 23 in a database 24, in which the agents of the plurality of agents are mapped to loT devices according to their skills.
  • the verification unit 11 is adapted to verify the status of the agent 4. For example, the verification unit 11 is adapted to verify, whether an agent 4 is logged in, whether he or she is available for handling contacts 19, to verify the priority of the contact 19 and also additional contact data provided by the loT middleware unit 8.
  • the contact center unit 2 may also comprise, amongst other, a contact routing mechanism provided as a computerized system for analyzing incoming contacts and distributing the contacts based on various predetermined factors, a knowledge management system as a searchable central repository of information, and/or a workforce management system for aiding in scheduling and staffing agents and managing agent performance.
  • the contacts may be communicated in a variety of media, like voice, video, e-mail, chat, instant messaging, social media, or any kind of text media.
  • These, and further optional units or units which are commonly known to be comprised in a call center may further be implemented in the call center network 1.
  • the middleware unit 8 has a monitor unit 12 adapted to monitor and analyze the respective parameters with respect to a predetermined criterion.
  • the predetermined criterion may be, for example, a threshold value lying outside of a predetermined range preset for the respective parameters. Alternatively, the predetermined criterion may also be a trend towards a critical value for an loT device 5.
  • the middleware unit comprises a storage unit 13 adapted to store the measurement data received from the sensor devices 6, a conversion unit 14 adapted to convert measurement data received from the sensor devices so as to be compatible with a contact center interface; and an identification unit 15 adapted to identify an incident occurring in an affected loT device 5 of the plurality of loT device on the basis of the measurement data for that loT device monitored in the monitor unit 12.
  • the middleware unit further comprises an incident request unit 16 adapted to send a contact request to the contact center unit 2, if the identification unit 15 has identified an incident for an loT device 5.
  • the contact request comprises data concerning the identification of the affected loT device 5, and may further comprise the device name and/or type of the loT device concerned, and/or the measured parameter and/or a value of the measured parameter.
  • the middleware unit 8 also comprises a verification unit 17 adapted to verify the authorization of an agent selected by the contact center unit 2 for handing a contact for an incident occurring in one of the loT devices 5.
  • Fig. 3 illustrates a scheme for showing the data flow in the contact center network 1 or contact center system of Fig. 1 or Fig. 2 .
  • the sensor devices 5 send their measurement data to the loT middleware unit 8 which collects the sensors measurements.
  • the middleware unit 8 initiates the creation of a contact on the contact center unit 1 which then routes the incident to the best skilled agent 4 from the plurality of agents.
  • the agent 4 uses the same communication session to remotely send a command or instruction to the actuator device 7 in order to solve or mitigate the problem, to perform some tests, or even to collect more data.
  • the flow of data through the contact center network 1 or system components for the scenario of a contact being created from the measured data provided by one of the sensor devices 6 is shown.
  • the loT sensor device 6 performs the measurement and sends the data to the loT middleware unit 8.
  • the loT middleware unit 8 analyzes the received measurement. If the received measurement data is inside the expected or predetermined range, the loT Middleware will store the data and no further action is required. If the received measurement data is outside the expected range or presents a trend which indicates future problem, the loT middleware unit 8, i.
  • a predetermined criterion for triggering the establishment of a communication session, then stores the data and sends a new contact request to the contact center unit 2 with data like device identification, device name, device type, device model, measured parameter name and value or the like.
  • the contact center unit 2 will use its skill based routing mechanism in the routing unit 9 to analyze the received data based on the device type, on the measured parameter name and value to determine the best skilled agent to handle this contact. Further, it may also prioritize the handling of the contact. If there is no free agent which would match with respect to his skills the handling of the contact, the contact may be placed in a queue 18.
  • the skill based routing mechanism can be used again by using less stringent rules which will expand the number of agents which are eligible to handle the contact.
  • the contact is routed to that agent 4.
  • the agent 4 accepts the contact 19 a communication session is created between the agent 4 and the loT device 5, which is represented by the tunnel in the figure. This communication session allows that the agent 4 sends commands or instructions to the loT device 5 asking for new measurement values from the sensor devices 6 or instructing actions to be taken by the actuator devices 7.
  • the agent 4 analyzes the data available in the contact 19 and sends a message to the contact center unit 2 with a command 20 to the sensor device 6 or to the actuator device 7.
  • the contact center unit 2 passes this message to the loT middleware unit 8.
  • the loT middleware unit identifies the sensor device 6 or actuator device 7 to which the agent 4 sent the command, verifies if the agent 4 is authorized to interwork with the actuator device 7 and converts the command to something that is understandable by the sensor device 6 or actuator device 7 and sends it to it, indicated by reference numeral 21 in the figure.
  • New data can be collected from the sensor device 6 and may be sent to the agent 4 who may send further commands to the sensor device 6 and actuator device 7 until the communication session is terminated by the agent 4.
  • real time media like video can also be employed by cameras which are installed at or nearby the monitored devices 6, 7. These cameras (not shown) can also be controlled by the contact center agent 4 by means of the same communication session.
  • Fig. 4 illustrates the mechanism of an authorization procedure for an agent 4 to handle a contact by providing him/her the permission or authorization to interact with a set of sensor devices 6/actuator devices 7.
  • a contact center administrator may assign one or more skills to an agent 4.
  • the skills can also be assigned to and associated with the sensor device 6 or loT device 5, respectively, from which the contact originated.
  • the agent or agents 4 which are associated with the corresponding skills will be eligible and authorized to handle the contact.
  • the contact center unit 2 comprises a storage unit 22 in which, for example, in a corresponding table 23, agent 4' is assigned to the loT device 5' and 5'" since he has the corresponding skills, here indicated as skill 1, for controlling the device or for handling an exceptional situation occurring in the device remotely. Therefore, the agent 4' according to this authorization schema for handling contacts, is authorized for loT devices 5' and 5"'.
  • the agent 4" having different skills, indicated by skill 2 is authorized for handling loT device 5"
  • the agent 4"' having still different skills, indicated as skill 3 is authorized for handing loT device 5"'.
  • there are two agents 4' and 4"' which are authorized, for example, for handling loT device 5"'.

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Claims (10)

  1. Kontaktcenter-Anlage (1), umfassend eine Kontaktcenter-Einheit (2), die über ein Kommunikationsnetzwerk (3) mit einer Vielzahl von Agenten (4) und einer Vielzahl von IdD-Geräten (5) verbunden ist,
    wobei jedes der Vielzahl der IdD-Geräte (5) mit mindestens einem Sensorgerät (6), das dazu adaptiert ist, die vorbestimmten Messdaten in jenem IdD-Gerät (5) zu messen, und mit mindestens einem Stellgliedgerät (7), das dazu adaptiert ist, das IdD-Gerät (5) fernzusteuern, ausgerüstet ist,
    wobei die Kontaktcenter-Einheit (2) über eine Middleware-Einheit (8), die IdD-Middleware umfasst, mit den Sensorgeräten (6) und den Stellgliedgeräten (7) verbindbar ist und die Kontaktcenter-Einheit (2) dazu adaptiert ist, eine IdD-Gerät-Vorfallsmeldung zu empfangen umfassend Vorfallsinformationen, die von der IdD-Middleware erstellt und übertragen werden, falls die Messdaten irgendeines der Sensorgeräte (6) mit einem vorbestimmten Kriterium, das auf einen Vorfall hinweist, übereinstimmen, und
    wobei die Kontaktcenter-Einheit (2) ferner eine Routing-Einheit (9) umfasst, die dazu adaptiert ist, einen Kontakt (19), der von der Middleware aufgrund der Vorfallsinformationen übertragen wird und in der die Vorfallsmeldung umfasst ist, an einen Agenten (4) weiterzuleiten.
  2. Kontaktcenter-Anlage (1) nach Anspruch 1, wobei die Kontaktcenter-Einheit (2) dazu adaptiert ist, eine Kommunikationssitzung zwischen dem Agenten (4) und dem IdD-Gerät (5), das die Vorfallsmeldung gesendet hat, aufzubauen, um den Kontakt (19) zu handhaben.
  3. Kontaktcenter-Anlage (1) nach Anspruch 1 oder Anspruch 2, wobei der Agent (4) aufgrund der Vorfallsinformationen einen ferngesteuerten Befehl an das Stellgliedgerät (7) des IdD-Gerätes (5), das die Vorfallsmeldung gesendet hat, sendet, um den von dem Sensorgerät (6) erfassten Vorfall zu bereinigen und/oder mindestens einen ferngesteuerten Befehl an das Sensorgerät (6) sendet, damit weitere Messdaten in Bezug auf den Vorfall gesendet werden.
  4. Kontaktcenter-Anlage (1) nach Anspruch 1 oder Anspruch 3, wobei die Routing-Einheit (9) einen kompetenzbasierten Routing-Mechanismus umfasst, das dazu adaptiert ist, den Agenten (4) aus einer Vielzahl von Agenten zum Handhaben des Kontakts (19) auf Kompetenzbasis auszuwählen.
  5. Kontaktcenter-Anlage (1) nach Anspruch 4, wobei die Routing-Einheit (9) eine Verifikationseinheit (11) umfasst, die zum Auswählen des Agenten (4) zum Handhaben des Kontakts (19) dazu adaptiert ist, auf eine Tabelle (23) in einer Datenbank (24) zuzugreifen, in der die Agenten (4) der Vielzahl der Agenten den IdD-Geräten (5) maßgeblich ihrer Kompetenz zugeordnet sind.
  6. Kontaktcenter-Anlage (1) nach einem der vorhergehenden Ansprüche, wobei die Messdaten sich auf einen Parameter beziehen, der von einem jeweiligen Sensorgerät (6) der Vielzahl der Sensorgeräte gemessen wird, und wobei die Middleware-Einheit (8) ferner eine Bildschirmeinheit (12) hat, die dazu adaptiert ist, die jeweiligen Parameter in Bezug auf das vorbestimmte Kriterium zu überwachen und zu analysieren, wobei das vorbestimmte Kriterium ein Schwellenwert ist, der außerhalb eines für die jeweiligen Parameter vorbestimmten Bereiches liegt.
  7. Kontaktcenter-Anlage (1) nach einem der vorhergehenden Ansprüche, wobei die Middleware-Einheit (8) zudem Folgendes hat:
    eine Speichereinheit (13), die dazu adaptiert ist, die von den Sensorgeräten (6) empfangenen Messdaten zu speichern,
    eine Umwandlungseinheit (14), die dazu adaptiert ist, die von den Sensorgeräten (5) empfangenen Messdaten in ein Format umzuwandeln, das mit einer Kontaktcenter-Schnittstelle kompatibel ist; und
    eine Identifikationseinheit (15), die dazu adaptiert ist, einen in einem IdD-Gerät (5) der Vielzahl der IdD-Geräte auftretenden Vorfall aufgrund der Messdaten für jenes in der Überwachungseinheit (12) überwachte IdD-Gerät zu identifizieren.
  8. Kontaktcenter-Anlage (1) nach Anspruch 7, wobei die Middleware-Einheit (8) ferner eine Vorfallsanforderungeinheit umfasst, die dazu adaptiert ist, eine Kontaktanforderung an die Kontaktcenter-Einheit (2) zu senden, falls die Identifikationseinheit (15) einen Vorfall für ein IdD-Gerät (5) der Vielzahl der IdD-Geräte identifiziert hat, wobei die Kontaktanforderung Daten in Bezug auf die Identifikation des betroffenen IdD-Geräts (5) und/oder den Gerätenamen und/oder Typen des betroffenen IdD-Geräts und/oder die gemessenen Parameter und/oder einen Wert der gemessenen Parameter umfasst.
  9. Kontaktcenter-Anlage (1) nach einem der vorhergehenden Ansprüche, wobei die Middleware-Einheit (8) ferner eine Verifikationseinheit (17) umfasst, die dazu adaptiert ist, die Autorisierung des vorbestimmten Agenten (4) zum Handhaben des Kontakts (19), der von der Kontaktcenter-Einheit (2) übermittelt wird, zu verifizieren.
  10. Verfahren zum Aufbauen einer Kommunikationssitzung in einer Kontaktcenter-Anlage (1), in der eine Kontaktcenter-Einheit (2) über ein Kommunikationsnetzwerk (3) mit einer Vielzahl von Agenten (4) und über eine Middleware-Einheit (8) mit einer Vielzahl von IdD-Geräten (5) verbunden ist, wobei jedes der Vielzahl der IdD-Geräte (5) mit mindestens einem Sensorgerät (6) zum Messen von Messdaten und mindestens einem Stellgliedgerät (7) zum Fernsteuern des IdD-Geräts (5) ausgerüstet ist, wobei das Verfahren die folgenden Schritte umfasst:
    Übermitteln der Messdaten von mindestens einem IdD-Gerät (5) der Vielzahl der IdD-Geräte an die Middleware-Einheit (8);
    Überwachen der von mindestens einem IdD-Gerät (5) in der Middleware-Einheit (8) empfangenen Messdaten und Erzeugen einer Vorfallsmeldung, falls bestimmt wird, dass die Messdaten ein vorbestimmtes Kriterium nicht erfüllen;
    Übermitteln eines Kontakts (19) an die Kontaktcenter-Einheit (2), umfassend die Vorfallsmeldung und Vorfallsinformationen;
    Auswählen und Autorisieren eines Agenten (4) von der Vielzahl der Agenten innerhalb der Kontaktcenter-Einheit (2) zum Handhaben des Kontakts (19) aufgrund der Vorfallsinformationen, die in der Vorfallsmeldung umfasst ist;
    Leiten des Kontakts (19) an den ausgewählten Agenten (4),
    wobei der zum Handhaben des Kontakts (19) ausgewählte Agent (4) eine Kommunikationssitzung verwendet, die von der Middleware-Einheit (8) zum Senden des Kontakts (19) an die Kontaktcenter-Einheit (2) und an den Agenten (4) erzeugt wurde, um ein Stellgliedgerät (7) des mindestens einen IdD-Geräts (5) fernzusteuern, um einen Parameter zu regulieren, der für die Erzeugung des Vorfallsmeldung zuständig ist, und/oder um mindestens einen Befehl an das Sensorgerät (6) zu senden, damit weitere Messdaten in Bezug auf den Vorfall gesendet werden.
EP17211027.2A 2017-12-29 2017-12-29 Kontaktcentersystem und verfahren zur herstellung einer kommunikationssitzung mit sensorbestückten geräten in einem kontaktcenternetzwerk Active EP3506615B1 (de)

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EP17211027.2A EP3506615B1 (de) 2017-12-29 2017-12-29 Kontaktcentersystem und verfahren zur herstellung einer kommunikationssitzung mit sensorbestückten geräten in einem kontaktcenternetzwerk
PCT/EP2018/086396 WO2019129666A1 (en) 2017-12-29 2018-12-20 Contact center network and method for establishing a communication session in a contact center network
US16/958,162 US11005996B2 (en) 2017-12-29 2018-12-20 Contact center network and method for establishing a communication session in a contact center network
US17/212,404 US11323569B2 (en) 2017-12-29 2021-03-25 Contact center network and method for establishing a communication session in a contact center network
US17/705,841 US11778096B2 (en) 2017-12-29 2022-03-28 Contact center network and method for establishing a communication session in a contact center network

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EP17211027.2A EP3506615B1 (de) 2017-12-29 2017-12-29 Kontaktcentersystem und verfahren zur herstellung einer kommunikationssitzung mit sensorbestückten geräten in einem kontaktcenternetzwerk

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Publication number Publication date
US20210211541A1 (en) 2021-07-08
WO2019129666A1 (en) 2019-07-04
US11778096B2 (en) 2023-10-03
US11005996B2 (en) 2021-05-11
US11323569B2 (en) 2022-05-03
US20220272198A1 (en) 2022-08-25
US20200374396A1 (en) 2020-11-26
EP3506615A1 (de) 2019-07-03

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